goals

3 Phases of Conflict Resolution

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Whether it’s seeking improvements or managing shifting priorities, leaders invest significant time resolving conflicts. Efficiently managing differences, be they with peers or within teams, to arrive at a shared commitment, proceeds through 3 phases that require a mix of empathy, discovery and tenacity. 1.      Leverage your empathy to change your mindset.  Our tendency, particularly with those we lead, is to manage these discussions with the mindset that we’re going to convince the other party that our perspective …

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3 Decisive Relationship Moments

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For sales people seeking to build enduring customer relationships, there are three decisive moments. Acting with empathy and urgency during these key moments will earn you the customer’s enduring preference. 1. The “First Contact” Moment: Invest the majority of your time learning your prospect’s story, needs and goals. They want to tell you, so ask them. Then, explain how your company’s offerings produce value that resolves their problem and contributes to their success. Prospects become …

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Autonomy Defeats Mediocrity

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When an employee reliably manages priorities and achieves goals, and consistently demonstrates an understanding about the Company’s purpose and values, leaders want to make it easier for that person to operate more autonomously. Autonomy is a proven motivator, and it liberates time for the leader. Autonomy defeats mediocrity and improves results. Our basic nature is to be self-directed. Autonomy enables us to exercise some control over our lives; it’s empowering because the employee is making …

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Pursuing New Customers

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Adding customers is a compulsory exercise requiring persistence and a significant investment of time and money. For much of the B-to-B market, cold calling is no longer an option so what works best? In our connected, noisy, ever-urgent economy, consider the following concepts to meet and develop new customers: Plan your attack. Rather than knocking on any door you see, plan your attack as follows: Specify your Core Customer, the customer most likely to buy …

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What Issue Most Consumes Executives?

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Business leaders for small and mid-size companies are always thinking about how to increase sales, improve profitability, boost productivity and better manage cash flow. But of all these challenges, which one consumes most of their time? Our work with owners and executives typically begins with an assessment of the current business circumstances. We learn about goals and strategies, what’s working and what’s not – but before long the focus of this dialogue becomes the people …

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The Problem Isn’t What You Think

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Often, the problem that leaders think they have is not the real problem. If they understood their real problem, then they would fix it. The fact that the problem still exists is a likely indicator that the real issue remains unresolved. The symptoms of their problem are more visible so that becomes the focus of their work. Are you working on your symptoms, unaware of the real issue? It’s that time when the past year’s …

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Producing Promised Value

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Winning When Your Customer Does Early in my career, one customer abruptly ended a meeting when I spent more time talking than I did listening.  He said, “We’ve been meeting for more than 15 minutes and you have not yet asked a question about my business, my goals or my problems.  I don’t need your products – I need solutions.  Come back when you can add value to our discussion.” This was a tough but …

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